I asked several times by email for the account to be closed, this did not happen, nor did the reference to gambling addiction, so I am demanding my lost stakes back

Ich bat mehrfach per email auf Konto Schlie?ung dies ist nicht geschehen auch der Verweis auf spielsucht nicht deshalb fordere ich meine verlorene Eins?tze zurück

Hello Heiko004,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Astrajam Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you request for self-exclusion in the casino? How long after your first request did you deposit? When was the last time you asked the casino to close your account and what was their respond? Can you please forward the communication with the casino to [email protected]?

Looking forward to your answer.

Regards,

Nick

Wrote you an email with 3 screenshots, have since deposited 80€ and have not received any reply

Hab dir Email geschrieben mit 3 Screenshots habe seitdem 80€ eingezahlt habe keinerlei Antwort bekommen

Is your account currently still active?

No, it is no longer active, but I think I lost money because I wrote several times before to close my account due to gambling addiction

Nein ist nicht mehr aktiv glaub ich dennoch hab ich geld verloren da ich mehrfach vorher geschrieben habe mein Konto wegen spielsucht zu schlie?en

Can you please clarify when exactly did they close your account?

Can't say I wasn't informed about this

Kann ich nicht sagen bin darüber nicht informiert worden

Dear Heiko004,

Can you please try to get that information from the casino? Please understand that it is important to know that how long after your request did the casino close your account as the refund depends on it.

Hello I get no more response from this casino I will try again

Hallo ich bekomme von diesem casino keinerlei Antwort mehr ich werde es nochmal probieren

If you can't exactly get the date of account closure, can you please at least let us know when did you deposit into the casino for the last time - date and time.

Hello, that was 06.10.22

Hallo das war 06.10.22

Hello Heiko004,

Based on the proof you have provided, you have requested for self exclusion on 6.10. which is the same date as your last deposit. As closing the player's account may take up a little time depending on how fast the support get to your request, the deposit made on that day is not eligible for a refund.

Is there anything else we can assist you with?

Please, I was still able to log in and deposit afterwards

Wie bitte ich habe danach noch weiterhin mich einloggen k?nnen und einzahlen k?nnen

Dear Heiko004,

Please understand that the casino won't block you right after you send them your request. It has a processing time and if your account got closed within 24 hours after your request, I can confirm that it is above average time.

Is there anything else we can assist you with?

Sorry that didn't take 24 but 7 days!!!!

Sorry das hat nicht 24 gedauert sondern 7 tage!!!!

Could you please try to find out the exact date of your account closure?

I would like to, I have emailed the casino several times and have received no reply

Würde ich gerne, hab das casino mehrfach per Email angeschrieben und darauf keine Antwort erhalten

Hello Heiko004,

We will try to get the information from the casino then. I will now forward your complaint to my colleague Adam ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Heiko004,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Astrajam Casino to join the conversation and participate in the resolution of this complaint.

Dear Astrajam Casino,

Can you please provide more information regarding the date of the player's account closure and recent deposits?

Kind regards,

Adam

Dear Heiko004,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Astrajam Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

No, there is no answer, they wrap themselves in silence

Ne da kommt keinerlei antwort die hüllen sich in Schweigen

Dear Heiko004,

There has been no response from the casino, despite repeated attempts to contact them.

I'm afraid there is nothing that we can achieve without their cooperation. The casino is licensed in Costa Rica. Unfortunately, this regulator is known for being completely passive regarding player complaints so there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam